Experience

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  United medical supply

  Aug 1988 - Apr 1991

  It manager

  Designed and develop billing and inventory systems

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  American express

  Apr 1991 - Jun 1993

  Finance services manager

  Developed, implemented and launched sales insurance campaigns through direct mail and telemarketing Develop product pricing and commissions. Design packaging and follow up with sponsors. Development and implemented of administration and invoicing insurance systemsOperation of sales and customer service call center.

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  Sociedad francesa de asistencia (axa assistance )

  Jan 1994 - Dec 1997

  General manager

  Open offices and implemented operation in Mexico.Develop, implement and launch assistance business in México. Design products tailor made for Mexican market achieving sales goal. Develop and maintain a network of 500 services providers country wide. Design and implement massive sales campaigns through sponsors, direct mail and telemarketing

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  Metlife

  Jan 1999 - Jun 2000

  Retirement plans alternative sales channels sub director

  Develop new distributions channels for annuity products. Develop and train sales force. Design and develop operation systems for pension product. Developed Business Strategic Plan.

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  Little farm

  Jun 2000 - Jun 2003

  Entrepreneur

  Opening of a food franchise

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  Seguros argos mx

  Jun 2003 - Aug 2004

  General manager medical assistance company (seguros argos)

  • Develop business plan for assistance products• Set up customer service call center operation• Develop and maintain the health services providers’ network.• Prospecting and closing business transactions with corporate clients. • Managing sales force • Design, developed and follow-up of life insurance mass sales campaigns and affiliation to Zeusalud in companies as well as government, Internet and mass mailing

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  Chubb

  Sept 2006 - Nov 2013

  Operations implementation of several insurance business lines, managed communication platform administration in LATAM. Developed, implemented, and reported internal SLAs for claims and operations TPAs. Audited subscription and operational processes to ensure local policy compliance in each country.• Led de development, implementation, and maintenance of the Operation and Claims Automobile insurance business line in Ecuador, Colombia, and Brazil. • Developed, implemented, and reported SLAs dashboards for claims and operations.• Audited subscription and operational processes to ensure local policies and compliance in Latin America Countries assigned. Show less Implemented claims department of life, accident, and automobile business lines. Oversee claims adjustment. Supervised and controlled portfolio insurance profitability. Administered Third Party Claims Providers. Performed operations and claims audits in LATAM.• Built Internal Claims Department in 4 versus 8 months, using in-house resources, business case comparison between internal and external operations via TPAs. • Developed and implemented supporting systems to reduce adjustment time from 8 to 2 days.• Reduced claims payments from 5 to 2 days and reducing SLA sanctions by 85%. • Improved adjustment supervision, minimizing adjustment errors by 92%, reducing annual expenses by 38%. Show less

  • Regional Subdirector of Administration and Implementation of New Projects in LATAM

    Jan 2011 - Nov 2013

  • Sales Administration Regional Sub-Director in Mexico and Chile

    Jan 2008 - Dec 2011

  • Claims Sub director

    Sept 2006 - Jan 2008
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  Seguros monterrey new york life

  Nov 2014 - May 2016

  Head of operations in mexico

  Ensure proper operation of document reception, underwriting, policies issuance, collection and claims of life and medical expenses insurance policies. Management of control desk and back office. Operation of help desk to service the sales force (50 promoters and 300 insurance agents). Customer service to potential and insured customers. Manage the operation of Payroll Discount business (21 distributors). Reporting to Operations Director, leading a team of 110 FTEs.• Redesigned, implemented, and launched operational processes in 6 versus 8 months, • Designed and developed control KPIs dashboards for process improving productivity in 50% and reducing errors in document reception processes by 67%. Show less

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  Gepp

  Jun 2016 - Jun 2017

  Freelance consultant

  Worked as a Senoir Consultant with GEPP customer analyzing consumer behavior.Analysis of shopper Marketing of several brands, path to purchase and revenue management.

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  Ibm

  Jun 2017 - Nov 2018

  Insurance specialist sr consultant

  Value Realization project in Lima, Peru. Managed Value Realization multitask and multicultural team, identifying operational process benefits in the insurance customer transformation plan. Reporting to VP Global and Regional sales, leading a team of 20 programmers and software experts.• Optimized Health Claims business rules for maximum business value in software and hardware investment.• Provided business recommendations for automobile and health fraud programs for value realization purposes.• Submitted Change Management recommendations. • Created Value Realization KPI reports and Business case. Show less

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  Zurich santander insurance america

  Dec 2018 - Mar 2021

  Claims and operations sub director

  Ensure proper insurance operations and claims departments to comply with business partner SLAs. Management of Life and Health, Accident, Property and Casualty, automobile claims and policies operations. Reporting to COO, leading a team of 95 FTEs.• Completed a comprehensive restructure of the claims department in less than 6 months, including staff renewal and process reengineering, improving customer satisfaction from 45% to 80.3%.• Reduced claims process cycle days from 11 to 5 days. • Implemented digital system in 4 months versus 6 months.• Designed and implemented control KPIs dashboards with software of business intelligence for the operations and for Directors in less than 3 months. Show less

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  Allianz partners

  Oct 2021 - May 2024

  Responsible of assistance, claims and customer service Call Center (CC) platforms operations, Workforce management, Protection and Resilience, Procurement and Facilities, Quality and Training, Claims and control desk, IT & special projects. Reporting to Regional COO and local CEO, leading a team of 1,090 FTEs (Full time Employees).• Improved of SLAs & KPIs in CC platforms, decreasing CoR by 35% in less than 4 months, increased productivity with fewer FTEs while maintaining SLA targets.• Designed and Implemented KPIs dashboards improving cost controls, capacity and schedule models.• Reengineered the platform processes, implementing digital solutions resulting in a 23% reduction in FTEs.• Developed the Business Continuity Plan (BCP) in 3 vs 6 months including improving plans and rehearsal. Show less Ensure proper operations of Assistance (RSA, Home, Health, and Travel) CC platforms, complying with customer contract SLAs. Proper TPA management, reducing payment days to customers and providers. Expand provider network according to operational volume and service needs. Negotiate prices and volumes with operational and corporate providers.• Aligned procedures in less than 6 months to increase Service Level from 48% to 80%.• Optimized provider pricing by 10% through selection of providers with better service and increased volume. Show less

  • Operation Director

    Jan 2022 - May 2024

  • Operation Sub Director

    Oct 2021 - Jan 2022